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DocuSign Envelope ID:9D6029B6-6E55-4FOD-8B38-05A477C62908 <br /> Attachment D <br /> Service Level Agreement/Escalation Path/Issue Response Time: <br /> Service requests for AutoMon software may be submitted by your designated representative online via <br /> AutoMon's web-based customer support system, TeamSupport, or by telephone. The Service Level shall <br /> be determined based on the severity definitions specified below. <br /> Severity Response <br /> Level Description Time Temporary Resolution Resolution <br /> 1 Your production use of Best effort until fixed or a 2 business days <br /> the software is stopped 2 Hours2 suitable workaround <br /> or severely impacted provided. <br /> such that you cannot <br /> continue to work. The <br /> operation is mission <br /> critical to the business <br /> and no Circumvention <br /> Procedures are available. <br /> 2 You experience a severe 1 Fix or suitable 5 business days <br /> loss of service where business workaround provided <br /> essential functionality is day within 5 business days. <br /> unavailable; however, <br /> operations can continue <br /> in a restricted fashion or <br /> by use of a <br /> Circumvention <br /> Procedure. <br /> 3 You experience a loss of 2 Fix or suitable 25 business days <br /> service where non- business workaround provided <br /> essential functionality is within 25 business days. <br /> 1 Response Time—Acknowledge receipt of a request for support. <br /> 2 Response Time — Customer must call this in to 480-368-8555 Option 2. If they get voice mail <br /> they should try Ext 135, 113,118 if still no answer they should call 480 231 8288 - In the event <br /> that this procedure is not followed then the response time shall be 4 hours. Alternatively,AutoMon <br /> Connect can be accessed via the AutoMon website Support page at: <br /> httys:Hportal.teamsupport.com/AutoMonLLC <br /> 3 Response Time — Customer must call this in to 480-368-8555 Option 2. If they get voice mail <br /> they should try Ext 135, 113,118 if still no answer they should call 480 231 8288 - In the event <br /> that this procedure is not followed then the response time shall be 4 hours. Alternatively,AutoMon <br /> Connect can be accessed via the AutoMon website Support page at: <br /> https:Hportal.teamsupport.com/AutoMonLLC <br />